Complaints

This profile includes complaints for Lombardo Homes of St Louis, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Lombardo Homes of St Louis, LLC

  4 Research Park Dr Ste 130 Saint Charles, MO 63304-5639

• 

  Lombardo Homes of St Louis, LLC

  13001 23 Mile Rd Ste 200 Shelby Twp, MI 48315-2767

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since moving into our new construction home 3 years ago we have always had problems with our HVAC units being able to adequately cool down the house. Lombardo contracted ******* Heating/Air who installed our HVAC units. We paid an extra $6,500 to have a dual HVAC system installed. After continual issues, we had ******* Heating/Air inspect the system which everything was working properly but they explained that because we paid for a 2nd unit, Lombardo chose to just put in 2 smaller units rather than keeping the original size for the 1st unit and adding a 2nd as we paid for. After continual problems with our 2nd floor cooling down we decided to have a 2nd opinion this time by ****** Heating/Air. ****** inspected the unit and found 2 problems:1) The piping for the 2nd floor Master Bath was piped into the 1st Floor unit, instead of the 2nd floor unit 2) Our 2nd floor unit is a 2 ton unit that Lombardo had ******* install and our upstairs square footage is *****sq ft. According to ****** and all research, HVAC units should equal 1 ton per *******sq ft.... this means our 2nd floor unit should be at a minimum of 3.33tons, not the 2 ton that Lombardo chose to install.

  Business Response

  Date: 05/12/2025

  Thank you for bringing this to our attention and providing us an opportunity to respond.  Rules of thumb for sizing **** equipment are prohibited by the International Residential Code (IRC) and local regulations in the City of OFallon,where this home was completed in October 2021.  Paragraph M1401.3 states Heating and cooling equipment and appliances shall be sized in accordance with **** Manual S or other approved sizing methodologies based on building loads calculated in accordance with **** Manual J or other approved heating and cooling calculation methodologies.  A square foot rule of thumb is not approved.  Those rules of thumb are common among **** contractors that we will not use, and tend to oversize equipment, leading to dangerous conditions such as short cycling, increased humidity, equipment wear and higher energy costs; also, this frequently results in setting temperatures low enough to cause condensation on surfaces inside the wall cavities, leading to consequential damage.  Because this equipment is more expensive, it is unsurprising that these contractors convince customers who contact them to upsize their equipment as a solution to perceived problems without cautioning them about the ramifications of their choices.  See ***********************************************************************************
  
  We require our **** contractors to follow Manual J and Manual S as outlined in the building code and required by the **** (Air Conditioning Contractors of America).  The ****, the recognized professional organization for **** throughout the country,prohibits the use of square foot rules of thumb.  These **** Manuals consider windows, insulation, the number of occupants and multiple other factors to determine the heating and cooling loads and size the equipment accordingly.  They also establish the indoor design temperature at 75 degrees for cooling, when the outside temperature is equal or less than the 1% outside design temperature for St. Louis (approx. 94 degrees).  Lombardo Homes does not select the size of the equipment for a customers home the customer says ********************** chose to just put in 2 smaller units that is untrue.  Lombardo contracted for the equipment that met the design criteria established by the building code and that is determined through the process described above, conducted by the **** contractor.  Lombardo Homes did not choose the equipment sizes, but we did specify the manufacturer.  We were unaware throughout the customers (now-expired)mechanical ****** warranty period of any circumstances where that equipment failed to achieve the design standards and our warranty to the customer. The customer stated in one service request on 7/5/22 - during a period where the outdoor temperatures reached 100 degrees - that the system was unable to cool the home to either 70 degrees or 67 degrees at night both of which are beyond the design criteria for the system and outside our warranty coverage.  We further caution the customer against attempting to achieve these temperatures on the hottest days here, as we have seen (and expect) consequential damages to homes where the occupants set similar temperatures.  67 degrees is an appropriate temperature during the heating season in St. Louis,but not for cooling.
  
  Additionally, the upstairs square footage of the home is not 2000 SF as stated by the customer.  The square footage is approximately 1800 square feet per the permit drawings for the home.
  
  We are sorry the customer is dissatisfied with the performance of their home **** system.  We offer to send a professional to confirm that the equipment installed meets the size of the equipment determined in the process of building the home.  We strongly advise against the customer upsizing their equipment for the reasons stated above.

• Initial Complaint

  Date:02/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Closing on my house soon. Lombardo chose a closing date w/o checking with me. Many times throughout the process, I was told my closing date will be late Jan, early Feb. Sometimes I was told 1/31 and that I should be available through that date. They ordered the wrong sliding door twice. It took 6 weeks each time. Because of their errors, they moved the closing date to 2/28…w/o asking me. I said that date won’t work. My agent would be out of the country and I have doctor appointments that day. Our arrangements were made in consideration of the closing dates that I was previously told. The sales agent refused over and over to change the date. She said I would have to pay $175 per day late fee. They did a walk through with the house not even being completed. The Hardie siding on the right side of the house is very wavy. I upgraded to an RSL Brigantine 8’ front door. It doesn't close tightly. It is very warped on the left side up to the top. The edge of the door does not align with the edge of the door jamb. They said it's normal. The display has an 8’ door and it closes tightly, and it’s aligned perfectly. And I spoke to someone at the store, and they said the door should align with the door jamb and be flush top to bottom. Also, I told the DS consultant that I want the exterior of my house to be just like their Chesterfield house. Same brick/stone/trim. They put white trim/caulk around my garage doors. Should have been black with my black garage doors. One gable window is the wrong size. The front window & 2 gable windows was quoted a different price than what’s on my purchase summary. The upgraded Driftwood brick had a color run change. Big problem! Too brown. I had to drive around trying to find a brick that I like that would go with the rest of the exterior. I had to settle with the new Driftwood. I was charged some incorrect prices for some upgrades. Also, I was charged for an upgrade and got standard. See attached pictures of front door and garage door trim.

  Customer Answer

  Date: 02/27/2025

  This is where I received an email with a price for $1600.00 total and the price summary shows $2015.00.

  Business Response

  Date: 03/03/2025

  Thank you for reaching out and bringing this matter to our
  attention. We take customer concerns seriously and are committed to finding a
  resolution.

  Per our contract, we provide a minimum of 45 days’ notice
  for scheduled closing dates. Throughout the construction process, we maintain
  regular communication with homeowners through weekly phone calls to provide
  updates. Due to material delays, weather conditions, and unforeseen
  circumstances, it is not always possible to confirm a closing date earlier than
  the 45-day notice period. In this case, we exceeded our contractual obligation
  by providing 49 days’ notice.

  Regarding the sliding door, it was ordered according to the
  contract specifications. After installation, the homeowner requested a change
  to the door’s panel configuration. Although changes of this nature are
  typically not accommodated at that stage, we made an exception and placed a new
  order to meet the request. Unfortunately, the supplier ordered the incorrect
  size, requiring a reorder. To keep construction moving forward, we installed
  the originally ordered door in the meantime. While this issue required
  additional work, it didn’t extend the overall build timeline or delay
  our closing. 

  Additionally, a manufacturer’s change to the color run of a
  selected brick was beyond our control.
  This possibility is disclosed in our contract. As a courtesy, we informed the
  homeowner of the change and provided the option to select a different material. While at this stage of a build, color selections are typically locked in to ensure timely product
  ordering. In this case, the homeowner needed over a month to finalize their
  decision, ultimately choosing to keep the original color. We understand that
  selecting the right materials is an important decision, and we did our best to
  accommodate the additional time needed. However, since we couldn’t proceed with
  ordering materials until a final choice was made, this extended timeline did
  have an impact on the overall build schedule.

  Regarding the homeowner’s walkthrough, it is standard
  practice for us to conduct an orientation one week before closing to review the
  home’s functions. Due to extreme weather conditions in the two weeks leading up
  to this walkthrough, we were unable to complete exterior work and lot cleanup.
  During the walkthrough, a punch list of items was created and agreed upon for
  completion before closing, subject to weather constraints.

  The front door gap was reviewed by our supplier and
  confirmed to be within the manufacturer’s tolerances. However, in good faith,
  we have requested that the supplier submit a claim to the manufacturer for
  further review. We will update the homeowner once we receive a response.
  Similarly, the siding variance falls within the acceptable tolerances of Hardie
  Siding, as can be observed on many of our display homes and others within our
  neighborhoods.

  At the time of interior and exterior selections, homeowners
  review and sign off on their choices before they are finalized. While the
  homeowner may have drawn inspiration from another home, selections are
  ultimately based on their signed purchase order summary.

  We have acknowledged the error regarding one of the gable windows
  and have apologized for the mistake. We have offered to replace the window with
  the correct size per the contract and are currently awaiting the homeowner’s
  decision on whether they would like to proceed with the replacement or keep it
  as-is.

  Our process differs from other builders in the area in that
  each contract undergoes an audit to verify pricing accuracy. If there are
  discrepancies, we are happy to review and correct them as needed. We remain
  committed to ensuring that all pricing is accurate. 

  The homeowner has stated that they were charged for an
  upgrade but received a standard item. However, without further details, we are
  unable to address this concern. We encourage the homeowner to provide
  clarification so we can properly investigate and resolve the issue.

  We appreciate the opportunity to respond and will continue
  to work with the homeowner to ensure a satisfactory resolution.

  
  

  Customer Answer

  Date: 03/10/2025

  Complaint: ********
  
  
  
  I have reviewed the business' response and am rejecting it because:

  We were told over and over that we were going to close late
  January/early February. Lombardo chose 2/28. I informed Lombardo that date
  wouldn’t work and I would close on 3/3. ******* (the sales manager from Lombardo) said "Tell the title company you'll be there on Monday, 3/3". Now they charged me $175 per day for 4
  days. $700.00. I don’t feel I should have been charged anything and should get
  refunded the $700.00. First of all, that’s 3 days past your closing date, not 4.
  Second, Lombardo still has a lot of work to complete with repairs and replacing
  (see some items below). Third, Lombardo has left a lot of trash and debris my
  front yard and it is still there as of 3/9. And also left a porta potty in my
  front yard for 4 days. I had to call the porta potty company to have them
  remove it.
  Regarding the sliding door, it was NOT ordered to the
  contract specification. ******* ordered the wrong sliding door. It was supposed to be a
  3 panel door with the middle panel operating. ******* order a 3 panel with the
  left panel operating. I have proof of what I ordered. And I have 3 witnesses
  that were with me when I ordered it with *******, and she knows that! Lombardo
  did NOT install the originally ordered door for at least 6 weeks or more. So
  that did extend the overall build time. Lombardo claims that the supplier
  ordered the wrong size, but who knows if that is true or not, due to numerous dishonest statements made throughout this process.
  As for the brick color, the original Driftwood brick had
  already been ordered, according to multiple employees of Lombardo. It was
  ordered on 8/15. I was informed in October of the color run change. I spent
  quite a bit of time missing work and driving around trying to find another
  brick that I would like that would go with all the other exterior items that I
  had selected. I didn’t find anything that I liked and that would go with the
  rest of the exterior, so I had to settle for the new Driftwood. Because of all
  that, I feel I should be compensated for my time. I did my search for the brick
  while the sliding door was incorrectly ordered twice. So, they didn't have to order the brick at a later date.
  As for the front door, we’ll see what happens with the
  claim. As for the siding on the left side of the house, it looks awful! And their display’s siding is NOT wavy like mine at all!
  Lombardo offered if I keep the 2 gable windows as is,
  then they would replace the incorrect (white) garage trim and caulk with the
  correct (black) garage trim and caulk.
  There was inaccurate pricing! I paid $200 for a corner
  cabinet without mullions. They installed the corner cabinet with mullions.
  Now since I did the final walk before closing, there are
  numerous items that were still not completed as stated and not to my
  satisfaction. Lombardo employees did not point out all of what should have been
  fixed or replaced. Some of the items are the pocket door, the garage service door
  threshold and sill, the drywall seams and butts on the ceilings, the columns
  have scratches, the scratches on the garage door,  repairs on the interior doors, the back porch
  steps are not code, egress window screen (which was taken from a different home
  and it was also very loose), adjust lock on sliding door, crack on the
  glass of the sliding door and the frame was damaged, rusty black screws on
  service door, very dirty exterior of house, front & back porch ceiling, incorrect bathroom faucets. These are just some of the items from the final walk.
  Also, Lombardo’s policy is the customer transfer utilities
  in 2 business days after closing and they disconnect utilities 3 days after
  closing. I transferred the utilities the day after I closed (3/4). They
  disconnected ***** Gas Co. 18 hours after I closed (3/4). Lombardo called Spire
  on 2/25 and scheduled a disconnect for 3/4. ***** could not reconnect for me
  until 4 day after me closing (3/7). ***** said if Lombardo wouldn’t have
  disconnected so quickly, then with ******* policy, they could have started my
  service immediately without a reconnect. It would have just be a transfer
  instead. Because of Lombardo’s critical error in disconnecting, I was without
  heat in 3 days of freezing temperatures. And I had to change my moving date
  with the moving company. I feel Lombardo should compensate for this.

  There have been countless errors in the build process. If Lombardo takes customers concerns seriously and are committed to
  finding a resolution, then I feel they should repair/replace everything to my
  satisfaction.
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 03/12/2025

  Thank you for reaching out and for providing detailed
  feedback regarding your experience. We understand that the home-buying process
  can be complex, and we appreciate the opportunity to address your concerns.

  As stated in our previous response, the official closing
  date notification was sent on January 2, 2025, providing 49 days’ advance
  notice—exceeding the 45-day requirement outlined in your contract. Customers
  also have the opportunity to specify any scheduling conflicts in their
  contract, and no such conflicts were indicated regarding the February 28, 2025,
  closing date. While we understand that you later requested a different closing
  date, the final date was determined in accordance with our scheduling and title
  processes. The four-day per diem charge is based on when the home was fully
  funded and keys were handed over, which occurred on the afternoon of March 4,
  2025. Therefore, these fees remain valid and will not be adjusted.

  We’ve already addressed the sliding door and brick selection
  issues in our previous response. The installed siding meets industry standards for Hardie
  Siding and is consistent with what is displayed in our model homes.

  We remain committed to addressing outstanding items and
  ensuring your home meets expectations. Regarding the gable windows, we have
  agreed to leave them as-is while providing the trim pieces should you choose to
  modify them later. In return, we are replacing the garage wrap and caulking
  from white to black, and our construction team is actively coordinating with
  the siding contractor to schedule this work.

  During your closing walk-through, it was noted that an
  incorrect cabinet door had been installed. You were informed at that time that
  the correct door had already been ordered and would be replaced upon arrival.
  We remain committed to completing all agreed-upon items from your closing list.

  Additionally, our inspector revisited your home on March 10,
  2025, and confirmed that the patio steps meet code requirements, leaving his
  business card on your front porch as documentation.

  We understand your frustration regarding the utility
  disconnection. While our policy and written notification state that homeowners
  must transfer utilities within two business days of closing, we cannot
  guarantee continued service beyond the closing date. The disconnection was
  scheduled in accordance with this policy, and we regret any inconvenience this
  may have caused.

  Finally, we acknowledge that the construction process can
  present challenges. While we strive to address any mistakes on our end, not all
  corrections may align with personal preferences. However, we remain committed
  to ensuring that all outstanding items are completed within industry standards.
  If there are any additional concerns, please submit them through the
  appropriate channels, and we will work diligently to address them.

  We appreciate your patience and the opportunity to respond
  to these matters. If you have any further questions, please don’t hesitate to
  reach out to us. We value your feedback and are committed to ensuring your
  satisfaction with your new home. Thank you for working with us throughout this
  process.
  

  
  

  Customer Answer

  Date: 03/19/2025

  Complaint: ********
  
  
  
  I have reviewed the business' response and am rejecting it because:
  
  
  
  Yes, Lombardo gave a 45 day notice for closing, but months prior to
  that, we had already had prior commitments on 2/28. And those commitments could
  not be changed. As a courtesy, Lombardo could have accommodated us with the closing
  date of 2/28 due to all the errors throughout the build process. I was charged
  for that 4th day for not getting fully funded. That’s not my fault.
  The walk through took longer than expected. Therefore, I couldn’t get to the
  title company in time to complete the closing. I feel I should be refunded the
  $700.00 fee.
  There were and still is numerous items on the walk-through
  list. It’s not my fault that Lombardo made so many mistakes on my house. The final
  walk was not done correctly. Lombardo employees pointed out to me what was repaired.
  But they did not point out all of what should have been fixed or replaced. There are so many issues with my house. It was NOT ready to close. I feel Lombardo forced me
  to close.
  Yes, the sliding door was addressed, but that was a mistake
  made by the sales manager. And the brick was addressed, but I paid for an
  upgraded Driftwood that Lombardo had a sample of in their Design Studio. Since I had to settle
  for something completely different, I feel I should be refunded the upgrade
  charge.
  I am having to re-address the outstanding items myself
  because they are not getting done. Once again, I feel like I need to
  micromanage or babysit to make sure everything gets done. I’ve been told some
  of these items are going to be taken care of, but time goes by, and it’s still
  not done. The front door still has not been addressed. I was told that someone
  for the siding/fascia/trim/column issues would be at my house last Thursday or Friday.
  Tomorrow makes a week for a no-show without communicating to me that they wouldn’t
  make it there. Today, I informed Lombardo's superintendent about this. He seemed like
  he didn’t know why they hadn’t been there yet. This should have been followed
  up on by Lombardo.
  During the walk through, I was not informed that the correct
  cabinet door was ordered. That’s when I told them that it was incorrect. Then
  they said they would order the correct one. They were supposed to get the contractor
  to my house as soon as the items came in. They’ve been sitting in my garage for
  over a week. Hopefully, they don’t get warped or anything from sitting there. I
  informed Lombardo’s superintendents about this today. It’s not my place to schedule this.
  At least one month prior to closing, we walked the house
  with Lombardo's superintendent to create a punch list. There were so many drywall issues
  on the walls and several seams and butt joints that were very visible in my
  home. This was pointed out at least one month prior to closing. Some of the
  drywall repairs were fixed, but the seams and butt joints were not fixed (See
  pictures). I’m told the drywall contractor will fix all of them. We’ll see once that
  gets completed. This should have been completed well before closing.
  Because of these major repairs, we were not able to move in
  on our closing date. And still unable to move in with this work being dusty
  from the major drywall work and paint work. These repairs and all the other repairs
  have caused us to have to reschedule movers and furniture deliveries. We had to
  extend our rent. And other renters were due to move in already. And we had to
  extend our storage fees.
  Another item on my list is the garage service door threshold
  and sill. The threshold was very loose and teetering. Lombardo rigged it up by putting
  a piece of wood under the threshold (See picture). This looks hideous and very
  unprofessional. It should be concrete. The other houses in the subdivision have
  concrete (See picture) When you step out of the garage service door onto the
  concrete pad, the part between the threshold and the concrete is also supposed
  to be concrete or a concrete step.
  Lombardo said they remain committed to completing all agreed-upon
  items from my closing list, but they certainly are not in any hurry.
  As far as the utilities, I did transfer them
  within 2 business days, like Lombardo says to do. It was actually within 18 hours of closing. Lombardo's disconnection
  was NOT scheduled in accordance with their policy. Lombardo called ***** on
  2/25 and scheduled a disconnect for 3/4. Their policy also states that services will be disconnected from Lombardo's name on the 3rd day of business, as stated on the attachment in *******'s email. Like I said, I transferred within 18
  hours of closing. I called ***** and attempted to transfer within 18 hours of closing.
  With many things, Lombardo says it’s normal or it’s industry standard,
  just to get out of having to fix something. I know and its common sense that
  some of these things are not normal. If they say something is industry
  standard, then prove it.
  I could never address any of my concerns to appropriate channels.
  I tried to address my concerns many times and either didn’t get a good response
  or no response at all. The sales manager or anyone else (they are very secretive)
  would never give me names, phone numbers, or email addresses to address my
  concerns. 
   
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:11/02/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As only so many characters are allowed, please see below condensed explanation of our issue with Lombardo Homes. The full written explanation containing all details will be attached to this complaint.We signed a contract with Lombardo homes to build a house to our specifications. Unfortunately, Lombardo deviated from the contract when they placed the wrong color brick on our home. We selected a gray brick for our full brick and stone front exterior. Lombardo installed a dark brown brick instead. I notified the builder as soon as we saw the brick color was incorrect. We were told during our weekly calls that the brick company was investigating what happened in the batch of brick for our home and they would advise as soon as possible. Our project manager and sales *** both agreed that the color was wrong.On October 25th, I received an update call from the sales manager. She said, Midwest, who is the brick company, discontinued that color of brick and ***laced it with a new brick, and thats what they put on your house. The design studio just found that out from them this week, and theyve had to call every single customer that selected that brick, and theyve had to come in and do reselections. Continuing, Since your brick is already on the house, they want to meet with you onsite to talk through it and see what you want to do. And finished with Stand strong and hold Midwest Block accountable. She ended the call with Im just being honest with you, thats what I was told. Six days later, she sent an email recanting her statement saying she misspoke and the brick is not discontinued, and that everything she had told me previously was incorrect. Please take a look at the attached photos showing the vast difference in brick color; our house being the brown house, and the gray house being the correct brick color. We are asking that Lombardo take responsibility of the Mis***resentation of the brick and offer ***lacement cost out of good faith prior to closing

  Business Response

  Date: 11/06/2024

  We understand how important the exterior of your home is to you.  We would also like to apologize as you were conveyed incorrect information that has led you to believe the color of your brick is incorrect. As we discussed at your meeting with the Lombardo Design Studio Member,Construction Team member, and a representative from Midwest Block and Brick, what is installed on your home is the color Driftwood. There can be variations in the color because the color is an application added to red bricks. Brick manufacturing is much like baking cookies; two batches are not always perfectly the same, but the bricks are compared to a key when manufactured prior to being sent out as a quality control check. Because of this process there will be variations,  therefore a sample board that portrays the exact color of a brick when installed can be challenging.
  
  When ******* let us know the brick on your home was a concern,  as a precaution,  we immediately pulled the sample until we could investigate the issue and meet you.  When this happened, we also reached out to other customers to alert them, as we would with any other color discrepancy issue: to be as up front with customers as possible. After investigating we dont believe there is an issue with this color.   
  
  During the investigation we visited and sent you photos of several homes that have been completed over the last few years, finding there has been a variation in color over the years - those variations include the color of your brick. In good faith we are extending an offer, at no cost to you, to stain the brick a lighter color to meet your expectations or credit you your cost for the upgraded brick in the amount of $2,480.
  
  When discrepancies occur, staining brick is a common method used to match brick colors. It allows the brick to remain breathable. This staining process preserves the brick's natural condition while enhancing its appearance to meet the homeowner's aesthetic preferences. The company will take the sample board that was used for selection and make the whole home match it. This company also provides a 25-year warranty.
  
  While we dont always have control over the variation in colors of natural materials disclosed in your sales contract (paragraph 13, letter M.)  It is important to us that we find a solution to remedy the situations as stated above.
  
  

  Business Response

  Date: 11/06/2024

  Attached are additional pictures showing the variations in this brick across different batches that have been provided to the consumer as well.

  Customer Answer

  Date: 11/06/2024

  Complaint: 22504997
  
  I have reviewed the business' response and am rejecting it because:
  

  Lombardo did send pictures on 11/5 (yesterday) of other homes they claim to have our same brick color. All of the homes, with the exception of one, have a light color brick, not brown brick as our house does;further proving the discrepancy with our brick.
  
  The one picture and address of a Brown house that they provided (**********************), was a house that they falsely claimed was completed in September 2024, before they were alerted of the incorrect brick color of our home. But the truth is, the brick was not completed on that home until late October 2024, after they were alerted of the discrepancy. We have pictures of the brick in that houses yard, waiting installation. We also have pictures of the brick during installation, as well of pictures of the bricks batch number. *******, our sales manager alerted us in the phone call on 10/25 that there was one other house that had the incorrect brick installed. We assumed this was the house she was speaking of, as we were already aware that the house had Driftwood waiting in the yard for installation in early October. I must also stress that we were also told by Lombardo's ************* at our face to face meeting that Lombardo's Driftwood brick sample is outdated (by 3 years) and that the brick that was installed on our home is the "new" driftwood.Lombardo did not alert their customers as soon as they were made aware of the incorrect color brick on our home. They were alerted by us on 10/5. They did not take the sample down and alert customers to make another brick selection until the week of 10/20. That was well after they started their ****************'s clear that the findings of their internal investigation warranted the need to contact all customers and show them the new brick color for Driftwood and allow them to make reselections. See attached photo taken at Lombardo's design center on 10/26, the day after our sales manager from Lombardo told us that the brick we chose was discontinued and that I should go to the design center to see its replacement as that was the brick that was installed on our house. The same call where she told us that everyone who selected Driftwood was allowed to make reselections. Its clear from the photo that the original sample of Driftwood was taken down and placed next to the replacement.The post-it is shows the last  name of a customer who is currently building a house on lot 152D in another one of their locations,**********. It's clear that the samples were set aside for them to come down to the design center and choose whether or not they wanted to move forward with the new Driftwood. So again, that was on 10/26. They were alerted of our incorrect brick color on 10/5.
  
  We were told by Lombardo representatives every week since 10/5 that they were investigating the batch of the brick. We were told by Lombardo representatives every week since 10/5 that our brick was indeed brown,and that it did not have a gray undertone as the sample. We were told to "Stay strong and hold Midwest Block accountable". But our contract is not with *************. Our contract is with Lombardo Homes. On every pallet of brick, the manufacturer has a statement saying that all brick must be "immediately examined for size, color, chippage, texture or warpage. The Use of a brick constitutes your acceptance of the brick AS IS." It was on Lombardo to due their due diligence and ensure the color of the brick being installed was the correct color ordered by their customer - not just by name (driftwood) but by color. I find it alarming that Lombardo's only argument is to say that the brick color for Driftwood has been inconsistent for years. It's almost as to say that if no one else is complaining, why are you?

  Lombardo has claimed that they were unaware of the brick sample being outdated, so initially the issue could have been identified as Negligent Misrepresentation. But it looks as though Lombardo is doing everything they can to cover their negligence, including having their Sales Manager take back all of her statements admitting the brick was incorrect. These statements were made over a months time, and we are to believe that that whole time, she misspoke. This has now been upgraded to Fraudulent Misrepresentation. It is a violation of the Missouri Merchandising Practices Act (MMPA), and we are well within our right to file a complaint with the Attorney Generals office.  
  
  We do not accept the offer of staining, nor do we accept the offer of $2,400 for the color upgrade. We paid a lot more than that to have a full brick exterior so we wouldn't have to worry about the upkeep of paint/stain. We are asking for full replacement cost of the brick and will not close on the home until a reasonable resolution has been offered and accepted.
  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:10/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our home was purchased from Lombardo Homes and we moved in on June 2nd, 2023. Not too long after we moved in the back yard flooded and was covered in muddy silt. It took several months to convince Lombardo to replace the grass and rectify the flooding of mud into my yard. I was forced to contact the owners of Lombardo to gain any action towards fixing my yard. Here we are again in 2024 and my yard is flooding with mud and silt. It's making areas of my yard unusable. I have asked Lombardo to fix their property (the land next to me) so that the mud silt stops penetrating my yard. The response i received was that my yard is doing what it is designed to do and heavy rains are rare. I fully agree that my yard is the connecting channel of man holes, but that is for water...not mud. I should not have to live in disarray due to the lack of Lombardo maintaining their property. I am requesting Lombardo to permanently fix their mud runoff issue and ensure it will no longer penetrate into my yard. I am also requesting they replace any grass in my yard that is affected by the mud. I will attach current photos of my yard. The manhole you see in the photo and surrounding area is the failed attempt of Lombardo to keep mud out of my yard.

  Business Response

  Date: 10/09/2024

  Thank you for bringing your concerns to our attention. At Lombardo Homes, we strive to ensure homeowner satisfaction, and we apologize for any inconvenience caused by the drainage issues youve experienced.

  We want to assure you that we are actively working to resolve the drainage concerns at the area inlet near your property. Our team is coordinating with contractors to address the issue promptly, aiming to improve water flow and mitigate future problems. However,its important to note that drainage inlets and water flow paths can sometimes be temporarily overwhelmed during particularly heavy storms. The photos you provided do show water accumulation, which is expected under such extreme weather conditions. While the system is designed to handle typical rainfall,intense weather can exceed its capacity.

  Following the storm, we inspected your yard the next day and confirmed that no significant silt or debris had accumulated, and there was no visible damage to your yard at that time.

  Additionally, there can be unintended consequences when using a drainage system that is not yet fully established, especially with ongoing construction in the neighborhood. As development continues, we will make the necessary modifications to ensure the system functions as intended once construction is complete.

  Thank you again for your patience, and please feel free to reach out if you have any further questions or concerns.

  
  

  Customer Answer

  Date: 10/10/2024

  Better Business Bureau:
  
  I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution.

  It's important to note that Lombardo has come out to fix the issue and i do not foresee it occurring again. The primary reason for this submission is due the fact it's the third time i have had my yard flooded with muddy silt. I attached a photo when this occurred previously. My yard is not intended to receive all the extra muddy silt runoff. All it takes is one large "abnormal" rainfall and the mud/silt level will raise to the point where every time it rains "normally" the mud/silt immediately collects in my yard. 

   
  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:06/03/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased and closed on a Lombardo home in June 2022 in **********. The builder had installed power roof vents, which come to find out, were never wired or connected, thus not working. We had to have roof work done due to recent hailstorm, and contractor noticed that none of the powered roof vents were ever wired or connected, the conduit/box coming from roof vent just was left hanging. We didn't notice this during final walkthrough or warranty period because we were not in the attic inspecting. This is obviously a miss during the build, and we have been trying to figure out how to get ahold of somebody from Lombardo to address/fix. Contractor said not having proper ventilation is a code violation and can cause damage/excessive humidity/mold/excessive A/C needs during summer/etc, so not sure how this ever passed build inspection prior to us closing. We had reached out to a few contacts we had prior but don't know who we need to speak with this get this corrected.

  Business Response

  Date: 06/06/2024

  Thank you for bringing this to our attention.  We had to take some time to investigate this matter, as we do not install powered roof vents in our homes and the customer did not request them (nor did we agree to install them) as a custom option.  There is no record of them in our contract documents.  We have contacted our suppliers and installers and show no record of this item being shipped to the job.  The only explanation we can imagine is these vents were mistakenly picked and shipped in lieu of the standard off-ridge vents, which look very similar.  If this is the case, the installing roofing contractor's employees likely thought they were meant to be installed, and did so.  They look almost identical to the vents we specify and likely were not noticed during the completion of the home.

  The amount of ventilation provided by the installed vents, even without power connected, is adequate to meet the codes applicable to the home.  They are roughly the same size as those we intended to install with the home.  Attic ventilation is reviewed/inspected as part of the permitting process with the City of ***********  The homes attic ventilation is provided by a combination of soffit venting, ridge venting and these off-ridge vent locations.  The total installed meets the Net Free Area (NFA) required by the code.  Some of the thoughts expressed by the contractor regarding ventilation are myths or part-truths, but it is true that there are code requirements for the amount of ventilation required, and for that reason, and to comply with our agreement, we want to ensure the intended ventilation is installed.  We do not and will not install powered attic vents in our homes, as these can cause unintended consequences in many cases.

  We apologize for this error, and wish to take steps to ensure the correct off-ridge vents are installed in the customers' home.  We will contact the customer separately to take steps to make that happen, during which time we will be happy to discuss this in greater detail.

  Customer Answer

  Date: 06/21/2024

  Lombardo has agreed to replace the powered vents with the correct passive vents originally intended by design. Their roofer had reached out to inform us they will be handling the job and have scheduled to replace on 6/21/24. Awaiting completion, but I appreciate Lombardo reaching out and handling this matter appropriately!

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The business has not done what they said they would do in regards to the grading of our yard. The grading failed the final inspection for the city of O&#**;Fallon. We&#**;ve been dealing with them since we closed on the house last July to fix the grading. At first they told us that the y would regrade it but they haven&#**;t.

  Business Response

  Date: 10/27/2023

  The customer's lot was reviewed by an engineer and a letter submitted to the City of ******** validating compliance with the city-approved drainage plan (attached).  This was provided at the time of final grading and accepted by the city.  We are in receipt from the customer of a subsequent inspection letter from the city of ******** from August of this year (submitted to us by the customer) and have contacted the city for clarification but have not received a reply.  We have previously acknowledged that areas on the right side of the property were disturbed during construction of the adjacent home and issued service orders to the grading contactor to correct this area on October 18, 2023, with a deadline to complete of November 15, 2023.

  Customer Answer

  Date: 10/31/2023

  Complaint: 20780357
  
  I am rejecting this response because:

  i have enclosed the inspection report that I received from the City of ********. The downspout did finally get corrected. But the rest of the issues have not been.  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/01/2023

  Per the city's current lot inspection, any deficiencies have been resolved.  A copy of the report dated 10/30/2023 is attached.

  We still have an outstanding work order with the grading contractor to repair the areas on the right side of the house/property.  They communicated to us that they met with the homeowner today and expect to have the repairs completed by the end of next week, weather permitting.

  Customer Answer

  Date: 11/03/2023

  Complaint: 20780357
  
  I am rejecting this response because: absolutely nothing has changed in our yard nor has the company done what they said said they would. Unfortunately I cant open their document but I have a call in with the City. 
  
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/13/2023

  The area of the yard, on the right side of the property, has been regraded and sodded.  There were some minor issues with this work that were discussed with the homeowner and we will correct them in the immediate future, weather-permitting.  My understanding is the customer is in possession of the updated inspection report from the City of OFallon.  If not, it should be available through the city to the homeowner, which would be the best route for them to obtain it, or we could provide it to them directly.

   

  Customer Answer

  Date: 11/13/2023

  Complaint: 20780357
  
  I am rejecting this response because:
  We were told many times before we closed on the house and months after the close that our lot would be regraded to take some of the slope out. This was never done. Also I would like to understand how the City of OFallon went from failing it in August to passing it in October when absolutely no work had been done. This is evidenced by the sewer vent stack not have been cut as require on the failed report. So how can this go from a failed report to approved. 
  
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/15/2023

  We disagree with the homeowner's assertions regarding any commitments to re-grade the lot "to take some slope out," as there is no documentation to support this, and at this time can only chalk that up to misunderstanding, We were clear to the customer in meetings after closing that the rear yard was graded per the community grading plan, and the city's requirements for grading, as well as the grading certificate that we provide to the city.  These documents have been provided here as well as to the customer.  We cannot speak for the city's actions, apart from the city recognizing that the grading, as it exists today, complies with their requirements based on their municipal laws and building codes.  A representative of the company met with the homeowner and their neighbor on Friday, November 10th, at the home, and identified some minor discrepancies with the rework, which we have noted before, which will be addressed in the coming weeks, weather-permitting.  The homeowner again raised the issue with the rear yard; we reaffirmed the yard conforms to requirements and our intent to take no further action.

  Customer Answer

  Date: 11/18/2023

  Complaint: 20780357
  
  I am rejecting this response because: There have been a lot of misunderstandings. We were told multiple times and on multiple occasions that the lot would be regraded. At this time we can all just move forward but their business practice's are horrible. I will not accept anything from them now but I am not releasing this complaint they will not fix the issue and I think others looking into buying a home should be aware. 
  
  
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We recently built a home in Amberleigh with Lombardo. We closed on the house in July 2022. In November we began to notice our siding is melting on the North wall of our home due to a window on the neighbors house. Lombardo sent a construction manager to view the damage. That is it. We filed a service ticket with **** warranty service. The ticket was closed saying this is not a warranty item. We have reached out to Lombardo several times and are getting no response.
  We have asked Lombardo to repair the siding and resolve this issue to prevent any further damage to our newly built home. Currently the design and layout of homes, due to Lombardo, is causing damage.

  Business Response

  Date: 01/13/2023

  Solar reflection from code-required energy efficient windows is not a defect in the vinyl siding.  It is not covered under our warranty, nor the warranty of the siding manufacturer or the window manufacturer.

  The customer submitted a request through ****, our 3rd party warranty administrator, on 11/22/22.  **** reviewed the request and, on 11/28, assigned it to the siding contractor who installed the siding on this home, asking them to inspect the affected area.  Contact was made between the contractor and the customer on that day, and the contractor visited the home, along with one of our construction superintendents who has years of experience owning a siding installation business.  On 11/30, **** documented that both the contractor and our superintendent confirmed the issue was due to solar reflection.  **** changed the status of the customer request to "Not Warrantable - No Further Action" on 11/30, providing notification to the customer through the system status.  The customer later emailed our Construction Manager on 1/3/2023, saying they had received no response.  The Construction Manager confirmed that response was provided (via ****) and replied to the customer on that date letting them know they should refer to **** and that if the issue were Solar Reflection, as he felt it most likely was, it wasn't warrantable.  The customer replied to that message minutes later, but without new information contradicting what was previously discussed.

  We understand the customers' frustration with this issue, but it is beyond the scope of the warranties we provide to them.  To quote from the Vinyl Siding Institute and their referenced sources - "Solar distortion happens when sunlight is concentrated and reflected by modern, energy efficient window panes onto a neighbor’s property. These newer windows reflect sunlight at a much higher intensity than older window designs. Heat generated by that reflection can cause damage to a wide variety of materials, including furniture, vehicles, and–under rare circumstances–vinyl siding. It takes a unique and specific set of circumstances for solar distortion to impact vinyl siding."

  "Damage to property
  caused by concentrated sunlight is infrequent and occurs only under a unique
  set of conditions. Homeowners can protect their personal property in such
  instances by blocking the path of sunlight, either to the window or between the
  window and the siding. This includes the strategic placement of trees, bushes,
  or other landscaping elements and the use of sunshades above windows. Screening
  applied to windows may reduce the total
  amount of reflected energy and help to avoid the problem."

  Customer Answer

  Date: 01/17/2023

  Complaint: ********
  
  
  
  I am rejecting this response because: It is beyond our scope as a homebuyer with Lombardo, to install window shades or film on houses we do not own, built by Lombardo. This complaint is not with **** warranty company. The complaint is directed at Lombardo Homes of Amberleigh. 
  
  
  
  
  
  
  
  Sincerely,
  
  
  
  ****** *****